HARDWIRED RESULTS

In this issue:

> Grow A Quality End of Life
> Organization

> Q&A: Why Culture Matters

> Up or Out: Dealing with
> Low Performers

> Boost Patient Satisfaction

> Q&A: Hospice Leaders Weigh
> In on Challenges and
> Opportunities

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MESSAGE FROM QUINT
HARDWIRE EXCELLENCE AT ALL LEVELS.

In 2006, the Studer Covenant Alliance was born. It grew out of Studer Group's mission to make health care a better place for employees to work, physicians to practice, and patients to receive care.

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How to Grow a Quality End of Life Organization

"Our mission is to put life into days when days cannot be added to life," explains Dale Knee, president and CEO of Covenant Hospice in Pensacola, FL. Covenant served more than 5,500 patients and families last year in 35 counties. As co-founder with Studer Group of the Studer Covenant Alliance, Covenant also brings coaching expertise and leadership training to end of life organizations nationwide.

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Q&A
Why Culture Matters: Realizing Your Mission
Hardwired Results^® interviews Chris Comeaux, coach for the Studer Covenant Alliance, on how culture connects to mission and bottom line results.

HR: Culture sounds like an abstract concept. How does it connect to meeting the organization's mission?
CC: I’ve met so many innovative leaders in end of life organizations as I travel the country in my speaking and coaching engagements. They are so passionate and visionary about creating a gold standard for patient-focused care at the end of life. But innovative strategies only get hardwired if there’s an employee culture that supports it. In fact, I was in a meeting recently where a great organizational strategy was completely sabotaged by staff who weren’t on board.

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Up Or Out: Dealing with Low Performers

"In late 2006, we were in a high growth phase—70% in one year—and hemorrhaging with high employee turnover," explains Dawn Teachey, CEO of Hospice Care of South Carolina, a hospice that serves patients and families in 23 counties in South Carolina.

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Move Family Satisfaction from the 7th to 75th Percentile in 12 Months

In 12 short months, Sharp Hospice Care—which is part of Sharp Healthcare, San Diego's largest health care system—has boosted family satisfaction from the 7th to the 75th percentile (Press-Ganey) and pain control from the 1st to the 88th percentile. Sharp Hospice Care has an average daily census of 250 patients, annual admissions of 1600 patients, and an average length of stay of 54 days. Employee turnover is just 2%.

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Q&A
Hospice Leaders Weigh In on the Future of the Industry

Samira Beckwith, Gretchen Brown, and Malene Davis are three of the most influential voices in hospice leadership today. All three serve as board members of the National Hospice and Palliative Care Organization (NHPCO) and members of the National Hospice Work Group (NHWG), a national think tank of the most influential authorities on end of life care. Here’s what they have to say about industry challenges, opportunities and what the future holds....Read Full Article